Collaboration

Managing a hybrid workforce

The pandemic turbo-charged the move towards remote working, and as the world got back to business, hybrid working practices have stuck. Managing a diverse workforce requires flexible solutions which enable collaboration across locations, while remaining safe and secure for your organisation and customers.

Aligning front and back-office employees

Integrated collaboration tools can seamlessly enable back-office support for your front-line assistants. This means quicker response times for your customers, providing the best resolution available for each customer enquiry no matter what the channel of communication, lowering operational cost and improving efficiency.

Collaborating with partners and other stakeholders

As partnerships become ever more important to business growth and success, collaborative tools which allow sharing of documents, compliant data, and analytics are key. Video conferencing tools and virtual meeting solutions which are optimised for face-to-face and remote attendees are an everyday requirement.

Complex, competing systems

Legacy systems, on-premise and cloud infrastructure, and competing technologies can hinder workforce collaboration and performance. Integrated systems and collaborative tools which allow office-based and remote employees to work on shared documents and projects in real time, maximise productivity and efficiencies.

Document management & control

A flexible hybrid workforce working from anywhere, anytime, requires tools which permit employees to collaborate together in real time. This means businesses require document management and control solutions which are compliant, safe and resilient.

Management Information

Whether it's analytics on agent performance, sickness, network security or call quality, information is key. Quality management and monitoring tools can let you see what is happening, in real time, allowing you to forecast better, invest appropriately and tackle inefficiencies.